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We’ve been working hard on the next Spiceworks release, 7.4, and now we’re ready for you to try it out! We’ve got some exciting new features for you in the Help Desk:

Local Knowledge Base: Same great knowledge base with the option to store your knowledge base articles locally.

Ticket Dashboard: Now you have a quick view of the health of your help desk. See key metrics at-a-glance for different time ranges, such as tickets opened/closed, churn, average ticket close time, top ticket creators, and category breakdown. You can view these metrics by the last 24 hours, the last week, and the last 30 days. Check it out below:

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“Waiting" Ticket State: Keep better track of which tickets are waiting for user/customer feedback with the new “waiting” state. Use the “Waiting Tickets” queue for tracking tickets that need feedback, which keeps your “Open Tickets” view clean of issues you can’t work until you hear from the user.

Sub-Ticket Enhancements: We brought you the ability to create new sub-tickets as part of 7.3. Now with 7.4, you can take existing tickets and make them sub-tickets of another master ticket, and you can unlink a sub-ticket to turn it back into a standalone ticket.

The new beta is ready for you to download and test . Take it for a test drive and post in the 7.4 Beta group if you come across any weirdness. You can also subscribe to the group and we’ll keep you posted any time a new beta drops with new features. In the meantime we’ll keep tuning and tweaking, fixing any bugs you find, and otherwise preparing for launch. Thanks, SpiceHeads!

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Yay for local knowledge base!!!

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Agreed, been waiting a while for that… :slight_smile:

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Like the charts and breakdown on what is the issue.

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You’ll make a lot of people happy with the knowledge base.

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Where’s JustRob?? Maybe he’ll stop asking now :smiley:

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Very much YES.

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Yea sounds like lots of fun

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Looks great! Can’t wait

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Downloading/Installing now! Looks like a few great new features are coming!

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Yippeeeee!

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Awesome!

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Looking clean guys, great job!

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Waiting state and promoting subtickets… sa-weet!

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OMG I can’t wait for this to be out of beta so I can update my installation! The knowledge base not being local had just come up in a meeting and it was decided we would need to find other software to use for our KB, not any more :slight_smile:

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Costanza! It’s always Costanza

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Just happened to see this last night!

Downloaded and testing!! The new features look good!

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All I’m going to be doing now is trying to get the average ticket lifetime down! Damn you Spiceworks for making me more productive :wink:

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I’d be happy to see actual time spent on each ticket, including the time that the ticket was submitted. With the number of tickets I work it is hard to keep track, especially not knowing when the ticket was actually submitted.

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Awesome. Both of these features would be incredibly useful to me.